Homes for Life Housing Partnership has an arrangement with
Novus Property Solutions, for reactive repairs and void work
Kingdom Gas Services Ltd for gas central heating repairs.
GENERAL REPAIRS - except Gas central heating, pest control, TV aerials During Office Hours Phone Novus's Call Centre directly on 01506 242 120. Novus staff will offer you an appointment with a 2 hour time where appropriate
Outside Office Hours For all EMERGENCY Repairs outside office hours that cannot wait until the next day, contact Novus on 01506 242 120 - except Gas Central Heating.
GAS SERVICING and REPAIRS Our Contractor for Servicing and Maintenance of Gas Central Heating is:
If you experience any problems with your system you should call 0800 389 9463. Kingdom Gas aim to ensure a same day response for brakdowns reported before 8pm each day. Calls received after 8pm will generally not be attended till the following day unless there is a risk to health or property. It is in your interest to contact Kingdom Gas as soon as you know you have a breakdown.
If you think you can smell a gas leak, NEVER attempt to find a gas leak yourself. Instead contact NATIONAL GRID immediately on the following number - 0800 111 999
PLEASE NOTE - if you call out an emergency repair which is either your responsibility or which is not a genuine emergency, the cost of the call out and the repair will be charged back to you.
All general repairs, excluding central heating, air source heat pumps, pest control, TV aerials are covered by a contract withNovus Property Solutions
The following outlines target response times for each category of repair:
Emergency - 4 hours Novus will respond and make safe within 4 hours; Repairs which cause serious damage to the building and/or danger to health and risk to safety, for example:
Total failure of electricity supply
Burst pipes &bwater tanks
Repairs where there is a security or injury risk
Toilet not flushing & no other toilet in the house.
Routine - 10 working days Novus will respond and complete the repair within 10 working days These cover repairs other than above
All central heating gas repairs are done by Kingdom Gas Services Ltd(0800 389 9463) For Emergency situations-where you have a complete loss of heating; a leak which you have not been able to isolate; or where there is otherwise an immediate danger to life, limb or property- the contractor should arrange to attend within 2 hours.
For Urgent situations-where you have a partial loss of heating, or a leak which has been temporarily isolated- the contractor should attend within 24 hrs.
For Routine situations -which do not qualify for a quicker response under Right to Repair provisions outlined in the next section, these should be attended to within five working days.
Where parts need to be ordered, before a full repair can be completed, the contractor will try to minimise any delay or inconvenience.
Repairs that we are Responsible for include: *All structural works to the building fabric such as brickwork, slates, chimney and rhones *Boilers and hot water tanks. Repairs to Space heating appliances/fires *Electrical fittings such as sockets, light switches and electric storage radiators *All water systems, pipes, tap washers etc and central heating systems *Access paths to houses, Repairs to boundary fences supplied by us *All sanitary fittings including toilets, basins, baths (unless broken through wilful damage or neglect) *Repairs to plaster, skirtings, etc *Frost damage to pipe work *Ropes, fasteners, lifts and safety catches on windows (unless broken through wilful damage or neglect) *Various small items such as letterboxes, draught excluders, etc *Stair lighting *Smoke alarms will be checked once a year at time of the heating service/check.
Repairs that you are responsible for include: *Broken glass caused by vandalism which has been reported to the police * Washing whirlies unless in communal are *Light bulbs, fuses and plugs *Interior decoration (wall paper, paint, carpets) *Small fixtures and fittings (door stoppers, coat hooks etc) *Smoke alarm battery *Lock changes due to lost keys *Spy-holes, door bells unless fitted by Homes for Life *Window blinds and curtain rails *Blocked waste traps – sinks, baths and basins (through neglect) *Additional security *Repair to tiles, wall panelling, boxing in of pipework. Great care will be taken to avoid damage, but we will not be responsible for damage where the tiles do have to be removed *Any wilful or accidental damage to property or fittings *Uplift of laminate floors or floor coverings for access is required by our contractors.
This list is not exhaustive and will be subject to periodic review.
After any repair has been carried out we will send out a repairs response sheet to you. We also inspect a 10% sample of completed repairs. These help us monitor and improve the service provided by both us and our contractors. Your feedback is crucial, and your assistance is appreciated.